Policies, quotations & terms.

1. Free visits and quotations

Tell us what needs doing by contacting hello@vanguardpropertyservices.co.uk. We will discuss the job and, where appropriate, arrange a free visit to assess it. Visits depend on location and availability, which we will confirm with you before booking.

Our quotations are based on the information you give us, the areas we can reasonably inspect and the scope agreed at the time. The written quotation will set out the work included, the price or pricing basis and any relevant assumptions. A quotation is not a booking until both sides agree to proceed.

There is no obligation to accept a quotation. Any quotation validity period or payment schedule will be stated in the written quote.

2. If we discover something unexpected

Sometimes a property has problems that aren't visible during the first visit. Examples include damage beneath fittings, unusually heavy soiling, hazardous materials or repairs that need more work than first expected.

If a finding would change the price, timescale or scope, we will explain it and provide a revised quotation or clear additional price before undertaking that extra work. You can accept, decline or discuss another approach. We will not automatically charge you more simply because something unexpected was found.

If the original scope can no longer be carried out safely or sensibly, we may need to pause and agree next steps. Any changes to the agreed work should be recorded in writing, including by email.

3. Bookings, payments and cancellations

We will confirm the date, agreed scope, price, any deposit, and when payment is due before work begins. Please check that these details are correct. We will let you know promptly if weather, access, safety issues or circumstances outside our reasonable control affect the schedule.

Your right to cancel

Where you book as a consumer at a distance, such as by email or telephone, or away from our business premises, you will generally have a statutory 14 day cancellation period from the date the service contract is made, subject to the applicable legal exceptions.

If you specifically ask us to start work within that period, we will first obtain the legally required express request and provide the appropriate cancellation information. If you then cancel after work has started, you may need to pay a proportionate amount for services already supplied where the law permits. The right to cancel can be lost once services are fully performed only where the legal conditions are met, including the required acknowledgements.

For other booking changes, please give us as much notice as possible so we can rearrange work. Any agreed deposit or cancellation arrangements will be made clear before you confirm a booking and will not override your statutory rights.

4. Preparing for our visit

Please let us know about access arrangements, parking restrictions, pets, fragile items, known hazards and any areas or belongings we should not disturb. Where necessary, suitable water and electricity access may be needed. We will discuss any special equipment or preparation in advance.

Please share relevant information about the condition of the property and obtain any required landlord, owner or managing agent permissions. Waste disposal and large clearances will be quoted according to the materials and the lawful disposal arrangements needed.

5. Standards, safety and specialist work

We aim to provide services with reasonable care and skill. Nothing in these terms limits your rights under the Consumer Rights Act 2015 or excludes liability where doing so would be unlawful, including liability for death or personal injury caused by negligence.

Results can depend on age, condition, existing damage, staining and the materials involved. We will explain any realistic limitations where possible before you agree to the work.

Trauma, forensic and other hazardous cleaning enquiries are assessed individually. We will only accept work where the necessary competence, equipment, safety arrangements and insurance are in place. We may decline or refer work that cannot be carried out safely.

Any concerns about completed work should be raised promptly so we can discuss the issue and any appropriate remedy.

6. Enquiries, privacy and photographs

When you contact us, we use the contact details and job information you provide to respond, arrange a visit, prepare quotations and, if agreed, deliver and administer services. This may include your name, email address, telephone number, property address and information about the work requested.

We use information to take steps towards a contract at your request, perform a contract, and where appropriate meet legal obligations or pursue legitimate business interests such as keeping accurate enquiry records. We keep personal information only for as long as needed for those purposes and any applicable legal record keeping requirements. We do not sell your personal information.

We may share necessary information with people supporting the work or business administration, and service providers such as email or hosting providers, subject to appropriate safeguards. You can ask about information held on you and exercise applicable data protection rights, including access, correction and, where relevant, deletion or objection, by emailing us.

We will seek permission before using identifiable photographs of your property, belongings or work as promotional before and after images. Website demonstration images may be illustrative and are not necessarily photographs of completed customer jobs.

7. Questions, concerns and complaints

If something isn't clear, please ask before booking. If you have a concern about our work or how we handled your information, email hello@vanguardpropertyservices.co.uk with the details so we can investigate and respond.

These terms are intended for customers in the United Kingdom. They do not remove or reduce any rights you have under applicable consumer or data protection law. Your individual written quotation and booking confirmation will provide the details specific to your job.